UR.co.uk complaints: What to know before buying or selling refurbished tech

Buying refurbished tech can save you hundreds of pounds, selling your old phone can put money back in your pocket. And keeping devices in use for longer can be better for the environment.

So it’s easy to see why more people are turning to companies such as  UR.co.uk, which sells refurbished technology and buys used devices for recycling.But while the idea is simple, complaints raised through Resolver show why you should do your homework before handing over your phone.

Why refurbished tech is booming

The biggest attraction is price,  Which? compared refurbished products with buying the same technology new and found savings of 13% to 43%.

It’s easy to see why more and more consumers are choosing to buy this way, GSMA research found that 9% of UK consumers surveyed had acquired their current phone refurbished. More recent GSMA analysis says refurbished device sales are growing by around 5% to 10% a year.

There’s an environmental benefit too. Producing a new smartphone uses significant resources, with materials and manufacturing accounting for around 70% to 90% of its lifecycle emissions. Buying refurbished, or selling a phone you no longer use, can save you money while keeping existing technology in circulation for longer.

How does UR.co.uk work?

UR operates on both sides of the market. You can buy refurbished technology or sell your old device to the company. UR grades refurbished phones as Good, Excellent or Premium and says every device goes through a 90 point inspection.

UR says its refurbished phones have at least 80% battery health and come with a 12 month warranty, although batteries have a shorter warranty.

That can give you more reassurance than buying second hand from an individual, but Resolver complaints show that selling your phone to UR can be a different experience.

What are people complaining about?

UR.co.uk is active on Resolver, so you can raise and manage a complaint against the company for free.

Payment issues are among the most common complaints raised against UR through Resolver.

Several customers describe sending their phones to UR and then waiting much longer than expected for their money.

One customer said:

“They had my phone for over 3 months with no payment.” Teigan, Resolver user

Another reported waiting 51 days to receive payment:

“Payment was outside their published timescale and only arrived after I repeatedly chased and raised a Resolver complaint.” Sandra, Resolver user

Another customer said their original £35 valuation dropped to £20 after UR inspected the device. They accepted the revised offer but said they then waited six weeks to be paid.

“After six weeks we involved Resolver and within 5 days payment was received.” Glynis, Resolver user

These experiences don’t represent every UR customer, people generally come to Resolver because something has gone wrong. But repeated reports of payment delays, communication problems and revised valuations are worth being aware of before you send your device.

Selling your phone? Protect yourself

The price you’re initially quoted isn’t necessarily what you’ll receive. UR will inspect your phone and may change its offer if it believes the condition differs from your description. So before you post your device, photograph it carefully. Take pictures of the screen, casing, cameras and any existing marks. A short video showing that it works can also help.

Keep your IMEI or serial number and screenshot your original quote and payment terms too. That gives you evidence if you later disagree about your phone’s condition or valuation.

Buying refurbished? Check the battery

Don’t judge a refurbished phone on appearance alone, UR says every refurbished phone has at least 80% battery health, whether you choose Good, Excellent or Premium condition. Check the battery health as soon as your phone arrives. An 80% battery isn’t the same as a new one and could matter if you plan to keep your phone for several years.

Also check how long the manufacturer will provide software and security updates. A slightly newer refurbished model could give you better long term value than an older bargain.

Still waiting for your money?

Don’t let an overdue payment drift, put your complaint in writing. Include when UR received your phone, your original and final valuations, how much you accepted and when you were told you’d be paid. Keep your emails, quotes and payment promises together and make it clear what you want UR to do.

If you’re struggling to get a response, you can  raise your UR.co.uk complaint through Resolver for free. Resolver helps you keep your complaint, evidence and responses together in one place.

Refurbished can still be a smart choice

Refurbished technology can save you money while keeping perfectly usable devices in circulation for longer. But choose the company as carefully as the phone.

When you’re buying, compare price, battery health, warranty and software support. When you’re selling, check recent payment experiences, photograph your phone and keep your original quote.

A good refurbished deal should save you money, not leave you chasing for a resolution.

Having problems with UR.co.uk?  Raise and manage your complaint for free through Resolver.

If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk 

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